Secure Call Transcription (Redaction)

Secure call transcriptions allow the system to detect when credit card information, social security information, or phone numbers are spoken during a call, tag the call appropriately, and redact that information from your call transcriptions and associated call recording.

This optional security feature is available for basic transcriptions only.  If any security features are enabled, enhanced transcriptions cannot be used.

  • Redaction will automatically remove any sensitive information detected in the transcription.  If this is done, a “redacted” tag will be applied to the call.

Enabling Secure Transcriptions

  1. Navigate to Numbers → Call Settings.
  2. Click Edit next to the configuration you wish to change.
  3. Click or scroll down to the Transcriptions section.
  4. If you have not already done so, click to enable transcriptions for this call configuration.  Enhanced Transcription does not support redaction or tagging at this time.
  5. Once transcriptions are enabled, new options will appear. If you wish to redact any of the selected information types from your transcriptions and recordings, click to enable redaction.Screenshot
  6. Click Save Changes.
  7. With redaction enabled, protected information will be covered with a low tone for that section of the call recording, and the corresponding transcription will be replaced with [redacted] text.  

Help-Transcriptions-Redacted-Text.png

 

Detection Accuracy

Redaction uses a training set that includes examples of dialogs from a number of English-speaking countries. We are continually adding new features and algorithms to improve detection and reduce redaction in recordings that do not contain sensitive information. The complexity of detection is a result of factors such as customer repetition, agent readback, declined cards, inaudible speech, and poor call quality. While we do not guarantee or commit to specific accuracy rates, the following are reasonable expectations:
  • More than 2/3 of numbers redacted in most recordings
  • Redaction in >> 90% of recordings
  • Modest amounts of excess redaction
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